At a Glance
- Tasks: Engage with clients, onboard them to products, and drive product usage.
- Company: Join a dynamic team at LIONS Intelligence, a leader in advertising insights.
- Benefits: Enjoy flexible work, generous leave, and career development opportunities.
- Other info: Be part of a supportive community with global collaboration and recognition.
- Why this job: Become a trusted advisor and make a real impact in the advertising industry.
- Qualifications: Customer-facing experience and a passion for marketing and creativity.
The predicted salary is between 40000 - 50000 £ per year.
The Customer Success Manager position will report into the EMEA Head of Customer Success. The Customer Success Manager works with the Account Management team to ensure that our clients understand and get tangible value from the LIONS Intelligence portfolio of products: The Work, Contagious IQ, WARC, and Effie. The CSM also works with our New Business team, onboarding new clients and facilitating their training in our product suite. The role of the CSM is to become the trusted advisor to our clients who range from the largest advertising agencies to leading brands and media owners. The goal is to build partnerships and relationships that increase understanding and usage of our suite of LIONS Intelligence products and services, thereby increasing the likelihood of renewal, upsell, and cross‑sell.
Key Accountabilities
- Engage with customers via email, phone calls and meetings (online and offline).
- Onboard customers to LIONS Intelligence products as the first point of contact, owning the lifecycle through to renewal.
- Identify and nurture upsell and cross‑selling opportunities across the LIONS portfolio.
- Drive engagement with LIONS’ portfolio of products, including promoting upcoming events and sessions.
- Meet and exceed KPI targets on customer meeting activity.
- Manage projects around team collaboration and sharing of resources, ideas, and engagement strategies.
- Collect key information and usage data to help build the case for renewal, accurately recording insights in systems such as Salesforce.
- Arrange and deliver engaging workshops tailored to customers’ needs to ensure they understand the value of our products and integrate them into their business processes.
Qualifications
- Prior experience in a customer‑facing role (Customer Success, Client Services, Account Management or similar).
- Interest in the advertising, marketing and creativity industry.
- Desire to work in a customer‑facing role and a customer‑oriented environment.
- Enthusiastic and happy to speak with customers on the phone.
- Proactive, willing to learn and absorb ideas shared.
- Energetic, curious, can‑do attitude, problem‑solving skills and passion for storytelling.
- Imaginative, with a passion for presenting ideas to others.
- Strong organisational and multi‑tasking skills, good attention to detail and ability to work under pressure and deadlines.
Benefits
- Freedom & flexibility: colleagues rate us highly for the flexibility and trust they receive and we balance time in the office with remote work.
- Great community: a welcoming culture with in‑person and online social events, our fantastic Walk the World charity day and active diversity and inclusion networks.
- Broader impact: take up to four days per year to volunteer, with charity match funding available.
- Career opportunity: develop your career with bespoke training, mentoring platforms and on‑demand access to courses.
- Time out: 25 days annual leave rising to 27 days after two years, plus a birthday leave day and the chance to work from anywhere for up to four weeks a year.
- Flexible range of personal benefits, plus company‑funded private medical cover.
- ShareMatch scheme that allows you to become an Informa shareholder with free matching shares.
- Strong wellbeing support through EAP assistance, mental health first aiders, healthy living subsidy, access to health apps and more.
- Recognition for great work, with global awards and kudos programmes.
- International collaboration with teams around the world.
Equal Opportunities
At Informa, you'll find inclusive experiences and environments where all perspectives and backgrounds are welcomed. As part of this approach and our diversity and inclusion commitments, we are a formal Equal Opportunities Employer. This means we base decisions on relevant qualifications and merit and do not discriminate on the basis of key characteristics and statuses, including all of those protected by law.
Customer Success Manager, LIONS Intelligence in London employer: Informa
As an Accountant at our company, you will thrive in a dynamic work culture that values collaboration and innovation. We offer competitive benefits, including professional development opportunities to enhance your skills and advance your career, all while working in a supportive environment that encourages work-life balance. Join us in a location that fosters community engagement and provides unique networking opportunities within the industry.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Success Manager, LIONS Intelligence in London
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Informa. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Informa before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Success Manager, LIONS Intelligence in London
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Informa:Your cover letter is your chance to shine! Tell us why you want to work at Informa specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Informa!
How to prepare for a job interview at Informa
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
